Customer Service Administrator/ Product Specialist
Digital Services Support Team

About the Role

We are seeking a detail-oriented and proactive Product Specialist to join our dynamic Digital Services Support Team. This is a pivotal role that goes beyond traditional customer support you'll be a critical link between customer needs, product development, and service excellence.

Role Overview

As a Product Specialist, you will:

• Manage and resolve customer support requests across multiple channels
• Provide strategic insights to enhance product development
• Collaborate closely with cross-functional teams to deliver exceptional digital products and services

Key Responsibilities

Customer Support

• Manage customer inquiries via tickets, email, chat, and phone
• Triage and route support tickets efficiently
• Provide timely, accurate information and set clear expectations
• Escalate complex issues to appropriate teams

Product Insights & Feedback

• Gather and analyze customer feedback
• Document customer interactions and resolution processes
• Collaborate with UX/UI designers, developers, and product managers
• Contribute customer perspectives to product development discussions

Documentation & Process Improvement

• Develop and update user guides and support documentation
• Identify opportunities to enhance customer service processes
• Track and report on key performance indicators (KPIs)
• Prepare comprehensive reports on customer service trends

Qualifications

Education

• Bachelor's degree in Business, Communications, or related field
• Experience with web development and technology platforms

Experience

• 5+ years in help desk or customer service within technology sector
• Experience with project management methodologies (Agile, Scrum, Kanban)
• Proven track record in public sector or government digital services
• Strong cross-functional team collaboration skills

Skills

• Exceptional verbal and written communication
• Advanced problem-solving and analytical capabilities
• Strong organizational and multitasking abilities
• Technical proficiency with:
  • Microsoft Office Suite
  • Customer support tools (Helix, Footprints preferred)
  • Project management platforms (Jira, Confluence)
  • Content management systems (Sitecore a plus)

Personal Attributes

• Ability to communicate effectively with diverse audiences
• Logical and creative problem-solver
• Comfortable navigating ambiguous work environments
• Maintains strict confidentiality
• Proactive and detail-oriented

Location

Local candidates preferred, with willingness to commute or relocate

Why Join Us?

• Opportunity to make a meaningful impact in digital services
• Work with a high-functioning government team
• Continuous learning and professional development
• Collaborative and innovative work environment